this study examines the impact of service quality on customer satisfaction and loyalty in indian banking sector by applying servperf scale. a total of 50 customers of state bank of india, mohan nagar township branch of salem district in tamilnadu were interviewed on convenient basis for the above purpose.  tools like exploratory factor analysis. inter-correlation, analysis of variance, multiple...

This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthca...

BACKGROUND Chronic kidney disease (CKD) is a serious public health problem in Taiwan and the world. The most effective, affordable treatments involve early prevention/detection/intervention, requiring screening. Successfully implementing CKD programs requires good patient participation, affected by patient perceptions of screening service quality. Service quality improvements can help make such...

This paper attempts to develop a reliable and valid instrument of measuring Internet banking service quality in India, and also analyses the impact of Internet banking service quality dimensions on the Overall Internet Banking Service Quality and customer satisfaction. Given the exploratory nature of this research, extant literature survey, focus group discussion and expert interviews were used...

This study aimed to assess banking service quality in Vietnam and to make a comparison of customers' and bank staff's perceptions of this based on six dimensions of the BSQ (bank service quality) model suggested by Bahia & Nantel (2000). All the data were collected through questionnaires which were delivered to two groups: customers and bank staff in some large banks in Vietnam. Descriptive sta...

customers extend robust trust to a business when they believe the business puts their interests first. good experience of banking services and recommendations of other customers can increase trust. loyalty and word of mouth (wom) is accepted as key factors successes of marketing. this paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...

Service Quality, Value and Satisfaction literature in the past have shown that quality drives satisfaction leading to loyalty and financial growth – both revenues and better profits. Recently Relationship Marketing, Information Systems and Service Science streams have focused on relationship factors. But the dynamic perspective of this interdisciplinary model has not been studied within busines...